The fabric I ordered was damaged. What can I do?
At Mood, we strive to provide our customers with the highest quality fabrics and products. However, we understand that there may be rare instances where an item arrives with a defect or flaw. If you receive a fabric or product that appears to be defective or has a flaw, we recommend following these steps:
- Contact us promptly: As soon as you notice the defect or flaw, it's important to reach out to us without delay. You can contact our customer service department via phone or email to report the issue. Providing clear details about the defect and any accompanying photos can assist in the resolution process.
- Replacement: Once you have provided photos and information about the flaw or damaged item. We will provide the option of sending you a replacement order.
- Timeframe for returns: Please be aware that we can only consider returns for defective items within 30 days from the original invoice date. It's crucial to contact us and initiate the return process as soon as possible to ensure that your request is within the eligible timeframe.
- Return in original condition: It's important to return the item in the same condition in which it was shipped. For example, if the fabric was shipped on a roll, it must also be returned on a roll. Please refrain from cutting or altering the fabric if you wish to be eligible for a refund. We reserve the right to deny refunds for fabrics that have been modified.
- Packaging and shipping: Ensure that the returned item is carefully packaged to prevent any further damage during transit. We recommend using the original packaging or a suitable alternative.
- Refund process: Once we receive the returned item, we will process a refund against the original form of payment. The refund will typically be issued within two weeks of receiving the item. Please note that original shipping costs will only be refunded for defective items.